Graduate Mini-Course on Service Engineering

 

Avishai Mandelbaum

 

Columbia

 

September þ2008

 

Contents:

 

1

Course Description

(PDF-235KB)

2

Multi-Disciplinary Process View (Call Center Design).  

(PDF-60KB)  (PPT-640KB)

3

Introduction to Service Engineering

(PDF-10.7MB)

4

Service Engineering: Data-Based Science & Teaching

in Support of Service Management (Seminar)

(Lecture PDF-3.1MB)  (Printout PDF-2.92MB)

5

QED Queues (Erlang-C)

(PDF-900KB)

6

Excursions in Markovian Queues with Abandonment

(Erlang-A)

(PDF-150KB)

7

The Palm/Erlang-A Queue, with Applications to Call Centers

(PDF-870KB)

8

Time-Stable Performance

 

(PDF-350KB)

9

Excursions in Markovian Queues without Abandonment (Erlang-C)

(PDF-460KB)

10

Erlang-A Strong Approximations

(PDF-95KB)

11

Fluid Models and Diffusion Approximations

(PDF-240KB)

12

Predictable Queue: Strong Approximations

(PDF-60KB)

13

Predictable Queues: Calculus

(PDF-62KB)

14

Skills-Based Routing and its Operational Complexities

 

(PDF-720KB)

15

QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type

 

(PDF-150KB)